Not upheld: service quality, account management error, information sharing concern complaint against Bank of Scotland Plc trading as Halifax

Decision detail

Summary

Ms B complained about poor service when opening a new sole account at Halifax following her separation from her husband, including being left alone for over two hours and having her sole account blocked in error. She also complained that Halifax shared information about an unpaid direct debit with her estranged husband and that the joint account was blocked, causing the direct debit to fail. The ombudsman found that while Halifax could have better explained the timeline for direct debit amendments given Ms B's vulnerable circumstances (she was in a financially abusive relationship), the firm acted promptly to correct the account block error and did not share information with her husband as alleged. The ombudsman upheld Halifax's position that the £250 compensation already paid was fair and reasonable, and noted that Halifax had taken the complaint seriously through staff feedback and ongoing support.

The Ombudsman's reasoning

The ombudsman found that while Halifax could have provided better service by explaining the timeline for direct debit amendments and the risks given Ms B's vulnerable circumstances, the firm acted promptly to correct its error in blocking the sole account (within 3 days). The direct debit failure was inevitable given the joint account was blocked and insufficient notice was given for the amendment. Halifax did not share information with the estranged husband as Ms B alleged. The £250 compensation already paid appropriately reflected Ms B's circumstances and the service failings, and Halifax demonstrated it had taken the complaint seriously through staff feedback and the branch manager's subsequent support.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website